QUESTIONS & ANSWERS

SHOPPING OUR SITE

Do you sell gift cards or gift vouchers? At this time we do not sell or redeem online gift cards or gift vouchers. We do sell and accept gift cards and vouchers in our stores. To purchase a gift card or gift voucher for use in one of our stores, please click here.

How can I be assured the merchandise is authentic? Club 21 is a leader in the luxury fashion market managing over 30 brands and operating more than 200 stores worldwide. This year marks our 44th anniversary. In that time, we have cultivated partnerships with a broad portfolio of luxury brands worldwide. Our products are 100% genuine and direct from the designers.

Do you offer the same merchandise on Club21Global.com as in Club 21 stores? Club21Global.com offers a collection of women’s and men’s fashion luxury items. The assortment is edited by our team of buyers and stylists for the online shopper. Some products may be found in our stores while some are exclusive to the online store.

Do you provide alterations? Alterations of Club21Global.com purchases are by appointment only and are free of charge for non-sale merchandise. For Singapore purchases, please call +65 6304 1388 to make an appointment. You must present your Club21Global.com receipt at the time of the appointment. Any altered items are not available for return.

RETURNS & EXCHANGES

How do I return an item? Request a Return Merchandise Authorisation (“RMA”) within ten (10) days of receiving your order. To request a RMA simply visit the “My Account” section of the website, choose “Online Orders” and select the Order for which you wish to make a return. Select the item(s) and the reason for your return. Select the item(s) you wish to return and the reason for your return, and an email with the approved RMA number will be sent to you with necessary shipping and customs documentation. Print all received documentation and contact the outlined courier for collection.

How long do I have to return an item? You must request a Return Merchandise Authorisation (RMA) within ten (10) calendar days of receipt of your original order. Collection must be made within (14) fourteen days of receiving your order.

Do I have to use a specific carrier for my return? To ensure proper identification, free shipping and customs clearance of your return package, we only accept returns through our Return Merchandise Authorisation (RMA) process with UrbanFox for Singapore customers and DHL for international customers.

Can I return an item to a Club 21 Store? We are currently only able to accept returns of Club21Global.com purchases at the following selected Club 21 Stores.

When returning to a store we are not able to offer on the spot return or exchanges.

Can I exchange an item? We do not accept or process exchanges. Please return your original purchase and place a separate order for an alternative product.

Are duties and taxes refundable on my return? Singapore: Yes. GST is refundable for returns ordered in Singapore. We will refund your credit card for the total price you originally paid (merchandise price plus taxes). Any shipping charges paid on the original order are non-refundable for returned merchandise.

Non-Singapore Orders: Duties and taxes are non-refundable for all orders outside of Singapore. We will refund your original payment method for the returned item minus any duties and taxes paid.

How long does it take to get my refund? Please allow up to three (3) days for delivery of your return package to our warehouse. We attempt to process all returns within 48 hours (business days) of receipt into our warehouse. It may take up to 30 days after we process your return for your bank to refund your credit card.

PLACING AN ORDER

Do I have to register to place an order? We invite you to browse our site without creating a registered account. However, to checkout an account must be created. By joining our Club 21 Membership you can enjoy faster checkout by saving your address information, access to your order history, and participating in our Club 21 Member Programme where you can earn points toward a 3% rebate and a suite of lifestyle privileges.

Can I place an order via telephone?Unfortunately at this time we are not able to place phone orders on behalf of the Customer. If you are having trouble shopping please contact Customer Service and we will happily guide you through the purchase process.

Please make sure you choose Singapore as your ship to country and at checkout you will be able to choose your collection store. For non-Singapore orders to comply with customs clearing regulations, we will ship your order to a designated personal address. We are unable to ship your order to a Club 21 store at this time.

Does Club 21 ship to post office boxes or freight forwarding addresses? We are unable to deliver packages to Post Office boxes or forwarding addresses.

Can I ship one order to multiple addresses? We do not ship to multiple addresses for one order; however you can take advantage of our free economy shipping to ship separate orders to multiple destinations.

Are duties and taxes included in my order total?For the following countries your order will be shipped on a DDP (Delivery Duty Paid) basis, which means that GST will be included in your total order. Singapore, Australia, Hong Kong, Malaysia, Thailand, USA, Canada, UK, Japan, Taiwan, South Korea, China, Macau, New Zealand.

All other countries will be shipped on a DDU (Delivery Duty Unpaid) basis. Upon delivery you will be requested to pay any duties directly.

Do I need to sign for my order? For your protection, a personal signature is required for all shipments.

How much will it cost to ship my order? For delivery to Singapore addresses, we offer standard shipping at S$10 where your order(s) will be delivered within 1 - 3 business days.

DUTIES AND TAXES

How much duties and taxes do I pay? For shipments to Singapore, you will be charged a 7% GST which is calculated based on the item price less discounts. For international shipments duties are calculated after discounts are applied. Taxes are calculated based on the Item Price, less discounts, plus duties.

Are duties and taxes refundable? Singapore – There are no duties charged on orders shipped to Singapore. The 7% GST is refundable for authorised returns.

International – Duties and Taxes are not refundable.

ORDER CHANGE OR CANCEL

Can I change or cancel my order after I submitted it? You may make the following changes to your order:

• Cancel any portion of or the entire order • Change the Ship to Address • Change the Shipping Method

To add items to your current order, you must place a separate order for the additional items you wish to purchase. This is because your financial institution authorised your order for a specific authorisation amount.

We can only accept a change to or cancel your order up to the time your order has been released for shipment. Please contact Customer Service Monday through Friday, 9am to 6.30pm GMT+8; or Saturday, 10am to 5pm GMT+8 (excluding Singapore Public Holidays) to request a change to or cancel your order or any portion of your order, at which time you will be informed of the eligibility of the request.

TRACK AN ORDER

How do I track my order? To track your order simply visit the “My Account” section of the website, choose “Online Orders” and select the Order for which you wish to track.

How do I see my order history? You must have a Club 21 registered account to view your previous orders. Simply sign in to your account and click “My Orders” in the left navigation.

PAYMENT AND SECURITY

What payment methods does Club21Global.com accept? Payment can be made by Visa, MasterCard, American Express, JCB and UnionPay. Availability may differ from country site to country site. Once your order ships, your credit card will be charged.

What payment currencies are available on Club21Global.com? We currently are accepting the following currencies – Singapore Dollar, Australian Dollar, Hong Kong Dollar, Thai Baht, and United States Dollar. By selecting your ship to country you will set your purchase currency to the local currency.

Does Club21Global.com retain my credit card information? Please note that for your security, we do not retain your credit card information on our website. You will be provided the opportunity to enter credit card information with each purchase.

Do you accept Club 21 gift cards or redemption vouchers for online purchases? We do not accept Club 21 gift cards or redemption vouchers for online purchases.

CLUB 21 MEMBERSHIP

Can I combine my Club21Global.com and store purchases to earn points? Yes, simply create a registered account or sign in to your account when you purchase on Club21Global.com and you will earn points on your purchase. Please note that your Club21Global.com points will be credited to your account 10 days after your order is shipped.

Can I use my Club 21 voucher toward an online purchase? No, we do not accept Club 21 vouchers towards online purchases at this time.

Can I use my Club 21 Discount toward Club21Global.com purchases? Yes, simply sign in to your registered account when you place your online order. Your Club 21 discount will automatically be applied to your order at checkout. Please note that your Club 21 Discount may not be used towards any Sale items or with any other promotional discount or offer.

What are the benefits of becoming a Club 21 Member? Click here to view the many benefits and privileges of becoming a Club 21 member.

How do I know how many points I have earned?Sign in to your registered account and click here to view your points earned.

PROMOTIONS

What are the Terms and Conditions for online promotions? Promotion codes and Club 21 Member Points cannot be exchanged for cash, voucher or in any other form. Club 21 Points is honoured only on Club21Global.com unless otherwise stated, and adjustment is not allowed on previous purchases. Club21Global.com reserves the rights to amend any terms or conditions or make changes to terms and conditions without prior notice. In the event of a dispute, Club21Global.com’s decision is final. Club 21 membership discounts will only be applied for full-priced items and cannot be applied in conjunction with other promotions otherwise stated.

What are the Terms and Conditions for online Promotion Codes? A promotion code is non-transferable and there is no cash alternative. They cannot be used in conjunction with any other online promotion code or offers, and must be redeemed by the date published, if provided.

What is the difference between promotions at Club21global.com and in retail store? Club21Global.com and Club 21 retail stores may have similar promotions, which may not be identical. On some occasions, Club21Global.com may run exclusive online promotions that are not available in retail stores for a very limited period only. For further enquiries, please check with our customer service at Club21Global.com or your nearest retail store.

What are the terms and conditions for Free Standard Shipping promotion? Free Standard Delivery is valid for a limited time only with a minimum purchase order only on Club21Global.com.

Shipping & handling charges do not qualify towards the minimum purchase. Shipping & handling charges will automatically be deducted for eligible orders at checkout. For more information, please visit the Shipping & Delivery FAQ for more information.